Five Guys — Restaurant in Plano

Was excited to try this place. Saw their website and reviews, thought this will be great! Not so much. Went to the Plano location at lunchtime, not very many people. Hmm. Ok. Ordered to go, 2 "little" (single patty) bacon cheeseburgers, 1 regular fry and 1 chocolate malted shake. $27.00 for lunch. The man who took the order kept coughing out loud and then into his hand, I admit it grossed me out. He also prepared food but put gloves on prior to that because I watched. Still grossed me out that he didn't WASH his hands first. I guess they dont have to? The other younger man was very friendly and nice, wanted to be sure the order was correct. Got home 5 mins later, husband couldn't eat it the bread was all soggy, just ate inside part on a plate. Fries were heavy and soggy, def not double fried as they advertise AND the malted part of the shake was sitting in a big lump ball at the bottom of the shake. The bag was open on the drive home, not closed to sit and steam so I must believe the fries were yuck to start...? All in all I guess I had an idea this would be much better for this much money for a lunch. I'll stick to...

Burgers are always good here, hot and fresh. I like that you get to watch them drop the patties, cook them, prepare your burger. This was especially in my favor this trip because I ordered a cheeseburger with double bacon. It kind of ticked me off, because as stated before I'm watching them prepare my food... The young man call out my number for food that l didn't believe was mine because it was not prepared as ordered, I go on to ask him if bacon was on my food to which he replied yes ma'am. I said huh, you're sure, yes ma'am he say... ok, I took the bag and checked my food at table before leaving. Yeah no bacon, kept my cool, called that same young man, showed him my receipt and baconless burger! He apologized took my burger and put extra, extra bacon on it. Problem solved... Then he turned around and ripped the guys a new one for missing that, hindsight I should have corrected him because I watched him put it together and missed the bacon. All in all though bacon cheeseburger was hot, fresh, and good. Yepper I will...

Absolutely unacceptable experience at this Five Guys in Plano. I ordered a Classic Combo Bacon Burger, which should include toppings, fries, and a milkshake. What I got was a plain dry burger—just two beef patties and a slice of bacon between buns. No toppings. No fries. No milkshake.

Here’s the key issue: I never said I didn’t want toppings. In fact, toppings are a normal part of any Five Guys burger. It’s common sense—who eats two plain meat patties with bread and nothing else? Even in our group of four, another person who ordered the same combo got all the correct toppings. So how did mine end up like this?

It’s not my fault that your staff failed to listen or input the order correctly. I shouldn’t have to double-check every detail at the counter when I’m ordering for a group. To make it worse, I tipped 5% expecting decent service, but there was no offer to fix the mistake or refund what I clearly didn’t receive.

I’ve attached a photo to show what they handed me. For nearly $13, this is...